Gartner Research

Transform Application Software Incident Management Practices to Support Product Teams

Published: 27 March 2018

ID: G00351193

Analyst(s): Colin Fletcher , Siddharth Shetty


Incident management supporting DevOps practices differs from traditional ITIL-based approaches in both form and function. I&O leaders must follow these fundamental practices to transform incident-management practices and enable activities that product teams require.

Table Of Contents
  • Key Challenges



  • Enable and Support Product Teams' Ownership of the Products and Services They Deliver
  • Prioritize Incident Prevention and Automated Resolution
  • Establish Service-Desk Metrics to Reflect Agile Methods
  • Implement Incident Resolution Automation as Part of Your Wider Automation Strategy

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